Co-ordinator ( IT support engineer )
Mac Al Gurg
Total years of experience :7 years, 11 Months
• Installing, configuring, monitoring and troubleshooting computer hardware systems and IT software.
• Maintain the continuity of devices as per the Service Level Agreement (SLA) with the Clients.
• Raising & maintaining incident tickets and problem records.
• Monitoring IT network to ensure services availability to all users.
• Set up accounts, workstations & upgrade systems with new releases and models
• Taking ownership of problems and tracking them to a successful conclusion.
• Ensure security through access controls, backups and firewalls
• Develop expertise to train staff on new technologies
•Installing, configuring, monitoring and troubleshooting computer hardware systems and IT software.
•Maintain the continuity of devices as per the Service Level Agreement (SLA) with the Clients.
•Analyzing call logs, track complex software and hardware matters of significance pertaining to networking connectivity issues.
•Raising & maintaining incident tickets and problem records.
•Conduct site surveys and prepare snag list along with the corrective action(s).
•Provide consultancy device installations, networking and security systems to the Clients.
•Improve the Product knowledge and updates released by manufactures Microsoft, Cisco, HP, VmWare, etc.
•Producing documentation and reports to a high standard as per the requirements.
•Solving technical issues reported by the clients remotely through Remote Desktop
•Setting up new user accounts and profiles and dealing with credential issues.
•Monitoring IT network to ensure services availability to all users.
•Continuously reviewing performance against Service Level Agreements.
•Taking ownership of problems and tracking them to a successful conclusion.
•Prepare and submit weekly, monthly management reports.
•IT Procurement
Roles & Key Job Accountabilities:
•Maintain customer relationship with ability to work autonomously.
•Provide consultancy device installations, networking and security systems to the Clients.
•Conduct site surveys and prepare snag list along with the corrective action(s).
•Maintain the continuity of devices as per the Service Level Agreement (SLA) with the Clients.
•Installing, configuring, monitoring and troubleshooting computer hardware systems and IT software.
•LAN/WAN Standards and Topologies.
•Undertaking analysis, diagnosis and resolution of client problems via phone, email & on-site.
•Analyzing call logs, track complex software and hardware matters of significance pertaining to networking connectivity issues.
•Producing documentation and reports to a high standard as per the requirements.
•Continuously reviewing performance against Service Level Agreements.
•Raising & maintaining incident tickets and problem records.
•Improve the Product knowledge and updates released by manufactures Microsoft, Cisco, HP, VMWare, etc.
•Maintain the product documentations, customer records, Incident reports, etc.
•Develop additional business such as controller up-grades; Technical projects; integration and remote solutions.
•Setting up new user accounts and profiles and dealing with credential issues.
•Monitoring IT network to ensure services availability to all users.
•Taking ownership of problems and tracking them to a successful conclusion.
•Achieved consistent #1 ranking in monthly metrics, for successful ticket resolution, customer services.
•Prepare and submit weekly, monthly management reports.
Bachelor in Technology in Computer Science Engineering from VIF College of Engineering & Technology, 2016
MPC stream intermediate